Support
Get help with Moneybag integration and services
Support Resources
Get the help you need to successfully integrate and use Moneybag payment gateway.
Quick Links
● System Status
Check real-time system status and incident reports
status.moneybag.com.bd →
🎫 Support Portal
Submit tickets and track support requests
support.moneybag.com.bd →
Contact Channels
📧 Email Support
Technical Support
- Email: support@moneybag.com.bd
- Response time: Within 24 hours
- For: Integration issues, API questions, bug reports
Sales & Business
- Email: sales@moneybag.com.bd
- Response time: Within 24 hours
- For: Pricing, account upgrades, business inquiries
Security Issues
- Email: security@moneybag.com.bd
- For: Security vulnerabilities, suspicious activities
📞 Phone Support
Business Hours
- Sunday - Thursday: 9:00 AM - 6:00 PM (BST)
- Saturday: 10:00 AM - 4:00 PM (BST)
- Friday: Closed
Phone Numbers
- General: +880 2 XXXX-XXXX
- Enterprise: +880 2 XXXX-XXXX (Priority line)
💬 Live Chat
Available on dashboard for logged-in merchants
- Hours: Business hours only
- Average response: < 5 minutes
Support Tiers
Standard Support
Included with all accounts
- Email support
- Access to documentation
- Community resources
- Response within 24-48 hours
Priority Support
For high-volume merchants
- Priority email queue
- Phone support
- Response within 4-12 hours
- Dedicated support agent
Enterprise Support
Custom enterprise plans
- 24/7 phone support
- Dedicated account manager
- Response within 1-4 hours
- Custom integration assistance
- Priority bug fixes
- SLA guarantees
Self-Service Resources
📚 Documentation
🔧 Troubleshooting
🧪 Testing Tools
📊 Account Management
Before Contacting Support
To help us resolve your issue quickly, please:
1. Gather Information
- ✓ Your Merchant ID
- ✓ Transaction IDs (if applicable)
- ✓ Error messages and codes
- ✓ Request/Response logs
- ✓ Steps to reproduce the issue
- ✓ Environment (sandbox/production)
- ✓ SDK version (if using SDK)
2. Check Resources
- Review relevant documentation
- Check System Status
- Search FAQ
- Try Troubleshooting Guide
3. Describe Clearly
- What were you trying to do?
- What happened instead?
- What error did you receive?
- When did it start happening?
- Is it consistent or intermittent?
Service Level Agreements (SLA)
Response Times
| Priority | Description | Standard | Priority | Enterprise |
|---|---|---|---|---|
| Critical | Production down | 48h | 12h | 1h |
| High | Major functionality impacted | 48h | 24h | 4h |
| Medium | Minor functionality impacted | 72h | 48h | 24h |
| Low | General questions | 72h | 72h | 48h |
Uptime Guarantees
- Standard: 99.5% uptime
- Enterprise: 99.9% uptime with SLA credits
Maintenance Windows
- Scheduled: Saturdays 2:00 AM - 4:00 AM (BST)
- Notice: 7 days advance notice via email
- Emergency: Immediate notification via status page
Bug Reports
How to Report a Bug
- Verify it's a bug (not a configuration issue)
- Check if already reported in changelog
- Submit detailed report including:
- Description of expected vs actual behavior
- Steps to reproduce
- Environment details
- Code samples
- Screenshots/videos if applicable
Bug Priority Levels
- P1 - Critical: Payment processing blocked
- P2 - High: Major feature broken
- P3 - Medium: Minor feature issue
- P4 - Low: Cosmetic or edge case
Feature Requests
We welcome feature requests! Submit them via:
- Email: features@moneybag.com.bd
- Support portal: support.moneybag.com.bd
Include:
- Use case description
- Business impact
- Suggested implementation
- Priority level
Developer Community
Coming Soon
We're building a developer community platform featuring:
- Discussion forums
- Code examples
- Integration showcases
- Developer blog
- Video tutorials
Join the waitlist: developers@moneybag.com.bd
Training & Onboarding
Available Services
Integration Training
- 2-hour virtual session
- Live coding examples
- Q&A session
- Recording provided
Custom Workshops
- On-site or virtual
- Tailored to your needs
- Team training
- Best practices
Documentation Review
- Review your integration
- Security assessment
- Performance optimization
- Code review
Contact training@moneybag.com.bd for scheduling.
Escalation Process
If your issue isn't resolved satisfactorily:
- Level 1: Support Team
- Level 2: Technical Lead
- Level 3: Engineering Manager
- Level 4: Head of Operations
To escalate, email escalation@moneybag.com.bd with:
- Original ticket number
- Summary of issue
- Reason for escalation
Feedback
We value your feedback! Help us improve:
Product Feedback
- Email: feedback@moneybag.com.bd
- Include suggestions for improvements
Documentation Feedback
- Email: docs@moneybag.com.bd
- Report errors or unclear sections
Service Feedback
- Rate your support experience
- Complete post-resolution surveys
Emergency Contacts
For critical production issues outside business hours:
Enterprise Customers Only
- Emergency Hotline: +880 1XXX-XXXXXX
- Available 24/7
- For P1 issues only
All Customers
- Monitor: status.moneybag.com.bd
- Updates via status page subscriptions